liu.seSearch for publications in DiVA
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Ironies of Public Service Automation - Bainbridge Revisited
Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-4735-8697
2023 (English)In: TOGETHER IN THE UNSTABLE WORLD: DIGITAL GOVERNMENT AND SOLIDARITY, ASSOC COMPUTING MACHINERY , 2023, p. 395-404Conference paper, Published paper (Refereed)
Abstract [en]

Robotic Process Automation (RPA) and similar digital technologies are currently being implemented for automation of work processes in public service provision. Although RPA enables new empirical phenomena in the digital government context, automation of work is not a new and understudied phenomenon. In this paper, I claim that there is a risk that digital government researchers treat this phenomenon as being entirely new, omitting years of experiences made in other, related, fields of research. To prevent this risk, I call for digital government researchers to learn from adjacent research disciplines. I follow this call and present four ironies of automation, extracted from Lisanne Bainbridges iconic work from 1983, and relate these to the public service automation context, using examples of RPA in local government organizations. The ironies concern contradictions in the underlying views on humans and human error in the design of automated systems and human-automation interaction, as well as the consequences of human-automation interaction in terms of new tasks (monitoring and take-over), re-configurations of responsibilities, and de- and re-skilling of humans interacting with automated systems. These findings can guide digital government theorization and empirical research on public service automation. Learning from adjacent fields of research is important to better understand and cumulatively build knowledge on the characteristics and effects of public service automation. Learning from an established knowledge base is also important to avoid foreseeable project and implementation failures. The paper is concluded with suggestions on future research topics for digital government researchers interested in public service automation.

Place, publisher, year, edition, pages
ASSOC COMPUTING MACHINERY , 2023. p. 395-404
Keywords [en]
Automation; Ironies; Public Service; Theory development
National Category
Information Systems
Identifiers
URN: urn:nbn:se:liu:diva-197924DOI: 10.1145/3598469.3598514ISI: 001048270700044ISBN: 9798400708374 (electronic)OAI: oai:DiVA.org:liu-197924DiVA, id: diva2:1798953
Conference
24th Annual International Conference on Digital Government Research (DGO) - Together in the Unstable World - Digital Government and Solidarity, Gdansk, POLAND, jul 11-14, 2023
Note

Funding Agencies|AFA Forsakring, as part of the project "From Form to Robot?" [190200]

Available from: 2023-09-20 Created: 2023-09-20 Last updated: 2023-09-20

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full text

Search in DiVA

By author/editor
Lindgren, Ida
By organisation
Information Systems and DigitalizationFaculty of Arts and Sciences
Information Systems

Search outside of DiVA

GoogleGoogle Scholar

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
Total: 98 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf